Head Teller

Job Purpose Summary:
The incumbent is mainly responsible for managing and training the team of tellers to deliver cash related services to customers over the counter in an efficient, courteous and error-free manner.

Essential Duties & Responsibilities by Dimensions:

- **
Shareholder & Financial**:

- Assist Branch Manager to implement strategies and plans of the branch to achieve all volume, revenue, profit targets.
- Lead the carrying out of branch cash and other teller-related transactions in a timely and efficient manner to facilitate achievement of pre-approved branch targets.
- Ensure through the existence of adequate controls that instances of cash shortages/ misappropriations are avoided.
- ** Customer (Internal & External)**:

- Ensure customer satisfaction all times and resolve customer complaints timely and effectively.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Build and maintain strong and effective relationship with the all other related units to achieve the Group's goals/objectives.
- ** Internal (Processes, Products, Regulatory)**:

- Manage counter loads by assessing the over the counter situation and distribute the load accordingly to reduce customer waiting periods.
- Overall responsible for all transactions processed within the teller area and for safe custody of the cash/ other valuables.
- Ensure that tellers process transactions (cash, checks, remittance requests, utility bills, credit card payments etc) in compliance with the approved policies/ procedures and the applicable regulatory guidelines.
- Authorize transactions that exceed the individual teller's authority but are within the authority delegated to the incumbent.
- Authorize issuance of demand drafts/ managers checks within the limits of the authority delegated to the incumbent.
- Liaise with the personnel responsible for transportation of cash to/ from central vault to ensure timely availability of cash at all times while at the same time avoiding excess cash holdings. And also oversee cash transfers from/to Tellers, branch vault and ATMs.
- Review the teller end of day reports against the source documents to ensure accuracy and completeness of processing.
- Conduct counts of the cash/ other valuables in the vault against the documentary records. Resolve instances of excess/ short cash noted in accordance with the duly approved policy/ procedures.
- Ensure all clearing items and remittance requests received from customers are forwarded to the concerned department/ unit within Group Infrastructure without delay for processing.
- Identify suitable opportunities to cross-sell products or services offered to customers.
- Responsible for "Head of Customer Services" activities, when necessary, or to ensure successful staff rotation.
- Monitor and review the branch's security procedures and control access to vault.

Education/Experience Requirements:

- University degree with a minimum of 3 years experience related to teller service in a major banking institution out of which 2 years should be in a similar role.
- Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Well-informed of branch teller practices and regulations; with at least 2 years experience in local environment.

Required Special Skills:

- Keen eye for details.
- Personal integrity and self-management.
- People relationship skills and awareness of risk management concept and practices.
- Good oral and written communication skills in English and Arabic.
- Ability to make decisions and follow through with initiatives.
- Good problem solving and decision making skills.
- Ability to work with staff from diverse cultural backgrounds.